Operations Team Lead (from 30Mil & Up)

About Us: iTechwx, established in mid-2022, is a rapidly growing company with 600 employees spread across three offices in Ho Chi Minh City. We specialize in providing One-Stop Digital Transformation Services and premium IT outsourcing solutions exclusively tailored for Microsoft clients.

We are excited to offer an opportunity for a Team Lead to join our MS Azure team. This role focuses on managing and leading a team of professionals dedicated to delivering exceptional IT services.

You will:

* Business Management:

- Ensure the team meets Microsoft KPIs.

- Enforce compliance and security policies within the team.

- Provide non-technical training to new members on business processes, case handling, communication skills, and internal procedures.

- Review cases daily to identify and resolve issues promptly.

- Monitor the progress of each case to ensure effective actions are taken.

- Analyze and address the root causes of customer dissatisfaction to implement improvements.

- Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.

- Collect data and create reports to meet business needs.

* Managing Collaborative Activities:

- Collaborate across groups and products to resolve customer issues by working with resources from other teams.

- Work with Microsoft to obtain effective support on critical and complex issues.

* Business Communication:

- Maintain strong business relationships with customers.

- Participate in customer-facing business review meetings to gather feedback and resolve issues.

- Drive the negotiation, creation, execution, and modification of business processes and procedures.

- Proficiency in English (reading, writing, speaking, and listening).

- Willingness to work rotating night shifts.

- Minimum of 2 years of experience in a similar role within the BPO industry.

- Excellent team leadership skills, with the ability to unite the team, and help members maximize their strengths and improve weaknesses.

- High customer service awareness.

- Ability to train and mentor team members, with experience in quality monitoring and improvement.

* Why us?

- Offered salary from 30,000,000 VND GROSS

- An employee who works at night (10 PM - 6 AM) will be paid an additional amount of 30% of the normal salary + PVI insurance + 500,000 VND food allowance

- Training will be offered

- Annual Health Checkup

By joining iTechwx, you will be part of a dynamic and innovative team dedicated to providing top-tier IT services to Microsoft clients. If you are passionate about leading a team and delivering exceptional customer service, we would love to hear from you!